Contact Centre Colleague Wellbeing Study

Employers are stepping up as 53% of frontline colleagues report symptoms of stress.

The wellbeing of colleagues in the contact centre has a direct impact on productivity, as it affects absence, attrition and quality. It is against this backdrop that the CCMA publishes this research into colleague wellbeing, the most comprehensive and authoritative ever conducted for the contact centre community.

The research unveils the cognitive load on the front line is becoming consistently more intense as simpler queries that offer advisors respite are increasingly deflected to self-serve. As a result, it’s getting harder for frontline colleagues to take appropriate breaks and recharge during the working day. The ability to take breaks is the most important factor separating those who experience signs of stress and burnout, versus those who do not.

Led by the our Research Director, Stephen Yap, this research comprised both qualitative and quantitative methods, findings from which are integrated throughout this report. In-depth interviews were conducted with eight advisors and team leaders. Further group discussions were convened with 11 Heads of Contact Centre and Directors. All of these conversations occurred during November and December 2022. In addition, a structured online survey was conducted in November 2022 among n=303 frontline colleagues in the UK.

Download the report to find out our 8 discoveries into colleague wellbeing in contact centres.